IMPLEMENTING TQM
The company that wants to make the transition to total quality management must do these things:
1. Recognize that quality can be defined and evaluated only by the external consumer client.
2. Analyze the processes that collectively comprise the products and services of the company.
3. Identify the steps within each process.
4. Scrutinize each step for problems and incrementally improve each step and each process.
5. Enlist the recognition by every employee that he or she is working to serve and satisfy the customer.
6. Identify to all employees their dual roles as a provider of materials or services within a process and as an internal customer with the right to expect the input from other providers to be complete and ready for use.
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